Senior Product Manager, Cloud Contact Center Transformation

Machine Learning Technologies, LLC; Philadelphia (Philadelphia County); On-site; USD 140,000 - 200,000; Full time

Job summary

Machine Learning Technologies, LLC seeks a Senior Product Manager to lead the strategic migration of legacy contact center platforms (e.g., Avaya) to Amazon Connect, focusing on healthcare payer operations and compliant cloud-native solutions.

You will define the product strategy, collaborate with IT, operations, clinical teams, and leadership, and drive agile execution using SAFe/ Scrum while measuring KPIs like AHT, NPS, and first contact resolution.

Qualifications

• 7+ years of product management experience, with 3+ years in contact center platforms or voice automation in healthcare payer settings.
• Solid knowledge of HIPAA, PHI handling, and cloud security best practices.
• Experience migrating legacy contact centers to cloud-native solutions (Amazon Connect).
• Proven ability to translate complex requirements into clear user stories and features.
• Strong collaboration with IT, operations, clinical teams, and leadership.

Responsibilities

• Lead end-to-end migration of legacy contact center systems to Amazon Connect, including discovery, planning, execution and rollout.
• Define and execute the product strategy and roadmap for contact center modernization, ensuring compliance.
• Collaborate with IT, telephony, operations, clinical and customer service teams to define requirements.
• Serve as the primary voice of the customer in developing contact center features, IVR, routing, and integrations.
• Evaluate and optimize customer journeys across voice and digital channels (chat, SMS, email).
• Leverage AWS tools to enable smart routing, automation, sentiment analysis, and real-time analytics.
• Develop and track KPIs like average handle time, NPS, first call resolution, and abandonment rates.
• Own vendor relationships, contracting, and governance for telephony and analytics tools.
• Champion agile methodologies and sprint execution across cross-functional teams.
• Lead change management, training, and adoption strategies for platform transition.

Skills

Amazon Connect

SAFe/Scrum

JIRA/Confluence

AWS services (Lex, Lambda, Connect Fl

Voice UX / IVR design

Stakeholder management

Requirements to user stories

Healthcare payer domain

Education

Bachelor's degree in Computer Science / Information Systems / Healthcare Administration

Master's degree or certifications in Product Management or Cloud Technologies

Tools

JIRA

Confluence

Productboard

AWS

Amazon Connect

Job description

Machine Learning Technologies, LLC seeks a Senior Product Manager to lead the strategic migration of legacy contact center platforms (e.g., Avaya) to Amazon Connect, focusing on healthcare payer operations and compliant cloud-native solutions.

You will define the product strategy, collaborate with IT, operations, clinical teams, and leadership, and drive agile execution using SAFe/ Scrum while measuring KPIs like AHT, NPS, and first contact resolution.